Duration
5 days
Overview
The BMC Remedy IT Service Management 9.1: Development course provides BMC Remedy ITSM Developers with different design approaches, design components, BMC recommendations, and BMC guidelines that will help customize the BMC Remedy IT Service Management 9.1 applications in both the BMC Remedy on-premise and BMC Remedy OnDemand environments.
Participants will be provided with the concepts and hands-on experience of using BMC Remedy Developer Studio to customize various design components for the following ITSM applications: Incident Management, Problem Management, Change Management, and Asset Management. This enables ITSM Developers to extend and customize the behavior of the applications to meet the changing needs of an organization. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants apply the procedures and concepts presented in the class.
IMPORTANT: Included in this course is the examination for BMC Accredited Developer: BMC Remedy IT Service Management 9.1. Taking the exam and pursuing accreditation is optional, however all students enrolled in the BMC Remedy IT Service Management 9.1: Development course are automatically enrolled in the exam. You will have two attempts to pass the exam. No retakes will be offered. Those who pass will receive the title of BMC Accredited Developer: BMC Remedy IT Service Management 9.1.
Course Objectives
- Describe customization and its categories
- Identify customization process and polices
- Identify Customization Review Request and CRB best practices
- Identify workflow, user interface, form, and administration changes guidelines
- Describe business logic objects, user interface objects, and naming conventions
- Identify customization types
- Describe the BMC Remedy AR System Overlay best practices and limitations
- Customize an existing out-of-the-box (OOTB) form - add a field, a button, a tooltip, and a column to a table
- Add a custom form
- Add and update workflow for an OOTB form
- Customize Assignment Routing, Infrastructure Routing, and Approval Routing
- Update Work Info Type field; Set Default to Public; Work Info Lock
- Extend the actions of an individual process state for a ticket
- Customize the Overview console
- Describe how to make data load and data wizard work with the customizations
- Customize notifications and relationships
- Customize Search, Archiving, and Asset Management attributes
- Rebrand the application screens
- Create a deployment package and roll back a failed package
- Describe AR Customization Reconciliation
Target Audience
ITSM Application Developers
Prerequisites
Recommended but not required:
- BMC Remedy AR System 9.1: Concepts (WBT)
- BMC Remedy AR System 9.0: Administering
- BMC Remedy AR System 9.1: Basic Development
Course Activities
- Classroom Presentations
- Hands-on Lab Exercises
- Demonstrations
- Accreditation Exam
Accredition and Certification Path
This course is part of the BMC Remedy IT Service Management 9.1: Development Accreditation Path.
Course Modules
Module 1: Customization Overview
- Customization Overview
- Customization Categories
- Customizations: Allowed vs. Not Allowed
- Customization Process and Policies
- Customization Review Request and CRB
- Customization Best Practices
- Change Request form and Document Source Code
- Upgrade and Migration Considerations
Module 2: BMC Remedy ITSM Customization Guidelines
- Workflow change guidelines for BMC Remedy ITSM
- User interface change guidelines for BMC Remedy ITSM
- Forms change guidelines for BMC Remedy ITSM
- Administration change guidelines for BMC Remedy ITSM
Module 3: Customization Items
- Customization Design Approaches
- Server and client performance
- General Performance Tips and Guidelines
- Message IDs and Flashboards Data
- Workflow coding style
- Business Logic Objects and Naming Conventions
- Active Link
- Filters
- Guides
- Escalations
- User Interface Objects and Naming Conventions
- Forms
- Fields
- Menus
Module 4: Customizing BMC Remedy ITSM
- Types of Customizations – General, Module, and Subsystem
- Customizing BMC Remedy ITSM applications using overlays
Overview
- Best Practices
- Limitations
- Business Requirement Overview
Module 5: Customize Forms, Fields, and Buttons
- Customize a Form
- Add a new Form
- Add a Field to a form
- Customize Buttons
- Update a tool tip message
- Add columns to a table
Module 6: Customize Workflows
- Best Practices for customizing workflow
- Update an existing workflow
- Add new workflow
Module 7: Customize Assignment Routing and Approval Routing
- Customize Assignment Routing
- Customize Infrastructure Routing
- Customize Approval Routing
Module 8: Customize Work Log/ Work Details
- Update Work Info Type field
- Set Default to Public
- Work Info Lock
Module 9: Customize Process Flow Bar
- Extend the actions of an individual process state for a ticket
Programme scope, delivery arrangements and suitability are confirmed during enquiry.